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  • Amazon Prime Renewals are CX Driven (Opinion)

    Heres an interesting thing about Amazon Prime. The new signups are about getting a better deal on shipping costs but the renewals are about keeping access to an overall Customer Experience.


    CX Impact | Feb 20, 2014
  • Facebook Spends $19 Billion on WhatsApp to Protect Its Own $177billion valuation (Opinion)

    Once in while acquisitions are about something other than financials — and it usually means the valuations are impossible to connect to any financial metrics. It seems like that’s happening a lot more these days — and it definitely happened today. Facebook bought WhatsApp for $19 billion.


    CX Impact | Feb 20, 2014
  • Amazon 'Gets It' When It Come To Customer Centric Pricing (Opinion)

    A lot has been written about Amazon Prime and how it has grown to include a Netflix style streaming service and other features. Now the big debate is about how it should proceed with its pricing plan in the face of higher shipping costs (primarily driven by fuel prices).


    CX Execution | Feb 16, 2014
  • From CX Perspective Here's Amazing Thing about Flappy Bird story (Opinion)

    Most of you have probably heard about the iPhone / iPad game called Flappy Birds that had an amazing ride on the app store. Despite having a very old design and pretty frustrating game playing experience, it managed to create a vast legion of addicted fans and became one of the most trending topics on social media.


    CX Execution | Feb 16, 2014
  • Temkin Raise the Bar on Employee Engagement in CX Efforts (Editors' Opinion)

    As always, CX thought leader Bruce Temkin is leading the way in devising new methods for companies to create momentum in their CX transformation efforts. Temkin Group's latest research report, Introducing Employee-Engaging Transformation, centers around the importance of getting your team aligned around your CX transformation efforts.


    CX Infrastructure | Feb 7, 2014
  • Customer Experience is Now Core to Advertising (Editors' Opinion)

    People love asking the 'which is more important' question on Linkedin discussions. This time it was this question:Do you agree:Customer Experience Is More Important Than Advertising? Our take is that the question should be "Is Customer Experience becoming more important FOR advertising?"


    CX Impact | Feb 6, 2014
  • What's Your Company's CX Tradeoff Strategy? (Editors' Opinion)

    What direction should companies be going in evolving their customer focused strategies?   Robert Passikoff wrote an interesting piece based upon Brand Keys’ study: Customer Loyalty & Engagement Index 2014 on just that subject.  And we've got our own take on it.


    CX Strategy | Feb 5, 2014
  • Facebook's Biggest Impact on the Way We Do Business (Editors' Opinion)

    This week theres a lot of focus on Facebooks 10th anniversary and its impact on the web, world and life in general. Not as much is being written about its biggest impact on the business world, but its been profound.


    CX on Social | Feb 5, 2014
  • Agencyport Leverages Surveys to Build Customer Centric Brand (Editors' Opinion)

    Agencyport announced their latest customer survey results. But how the used the survey to build brand is as interesting as the results.


    VOC Impact | Feb 5, 2014
  • Starbucks Tackles Engagement & Differentiation With Mobile Ordering (Editors Opinion)

    Starbucks just announced plans to allow users of its mobile (loyalty) application to pre-order items before they reach a store location. With integrated payments, the aim is to further improve the customer experience by reducing wait times for on-the-go customers. We take a look at why it's a smart, if risky, strategy.


    CX Impact | Feb 4, 2014
  • Revinate Moves Feedback Earlier -- To The Middle of The Customer Experience (Editors' Opinion)

    The customer feedback game has changed, especially in consumer facing industries. Waiting to gather feedback after the experience is often too late, because negative experiences end up online on review sites and spread like wildfire before the company is even aware there was a problem.Today Revinate launched its new solution, On-Site Surveys, which aims to address the timing problem head-on.


    VOC Execution | Feb 3, 2014
  • Worldhotel Group Sticks to Phased Growth Plan (Editors' Opinion)

    Its always great to see a phased growth strategy that stays on track. So many companies seem to be leaping around between strategies on a year-to-year basis. This hotel group is clearly aiming to be the exception.


    CX Strategy | Jan 28, 2014
  • United Airlines' Challenges in Improving Customer Experience Show Importance of Buy-In from Employees (Editors Pick)

    We liked an article about United Airlines' customer experience by 1to1Media's Mila D'Antonio (link below). It blended a personal story of her experience with United Airlines (and an employee's view of the company) and an analysis of their recent attempts to improve CX.


    CX Execution | Jan 27, 2014
  • Gamification: The Great Finisher (Opinion)

    This week’s IBM Connect conference is taking a strong approach to ensuring the core goals of its collaboration conferences get met.  Bunchball is bringing its Nitro platform to the conference, creating leaderboards around participants activities at the conference.


    CX on Social | Jan 27, 2014
  • Patent Shows Amazon's CX Killer Instinct (Editors Opinion)

    If there was any doubt, the latest patent filing by Amazon is definitive proof that that the leader in online retailing is committed to leadership in customer experience.


    CX Strategy | Jan 21, 2014
  • Forrester Survey Puts Apple Behind Competitors (including gasp! Microsoft) (Editors Opinion)

    The Wall Street Journal featured an article about Apple falling behind Samsung, Sony and even Microsoft in a Forrester survey. The findings in and of themselves raise a lot of questions -- the most important of which is how a company in Apple's position should 'action' the findings.


    VOC Impact | Jan 21, 2014
  • Starwood Goes Aloft for Gen Y Business Travellers (Editors Opinion)
    CX Strategy | Jan 20, 2014
  • Shifting The Sales and Marketing Mindset Toward CX (Opinion)

    Inside Temkin Groups 6 Laws of Great CX, there's one that focuses on accepting and adjusting to the fact that people are inherently self centered. Within that Temkin makes the point that the role of a companys marketing and sales function is not to sell but rather to help customer buy.


    CX Strategy | Jan 17, 2014
  • Apple Keeps Winning As Android Fights Wrong War (Opinion)

    We’ve always maintained that Google (Android) and its biggest hardware partner Samsung are fighting the wrong war. Despite all the talk about UX, ultimately (like many followers) they played technology / feature war against Apple.


    CX Strategy | Jan 16, 2014
  • Mobile User Experience Trends Point Way for Others (Opinion)

    For all the talk of new technologies changing all the rules in business, the fact is many new platforms are proving powerful role models for more classic industries.


    CX Strategy | Jan 16, 2014
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